For documented queries, reports with attachments or escalations at management level.
soporte@ecav.com.pySupport
Support that doesn't hide.
Team in Paraguay. Replies in Spanish. Public, measurable SLA. If something breaks, you know exactly where to ask for help.
Channels
Pick how you want to ask for help.
Fastest channel for operational tickets. Dedicated group on Silver and Gold.
+595 971 578 513Phone
For Silver and Gold clients. Direct call to the on-duty engineer during support hours.
+34 623 96 64 24SLA by plan
Times we sign and publish.
The client sets severity when opening the ticket. Times shown are maximums — most are resolved much sooner.
| Severity | Description | Bronze | Silver | Gold |
|---|---|---|---|---|
| Critical | System down or total operational block. | 4 business hours | 1 business hour | <30 min · 24/7 |
| High | Important module or feature unavailable. Partial workaround exists. | 24 business hours | 4 business hours | 2 h · 24/7 |
| Medium | Scoped bug, improvement or operational question. | 48 business hours | 1 business day | 4 business hours |
| Low | Configuration request, custom report, backlog. | Next cycle | Next sprint (2 wk) | Next release |
Critical severity under Gold is billed with a credit if we miss the SLA.
Escalation path
If you feel your ticket is stalled.
-
1
Assigned engineer
Answers the initial ticket within SLA. If they resolve it, we close.
-
2
Product tech lead
If SLA is breached or the ticket stalls for 48h, it escalates automatically.
-
3
Account Manager
Silver and Gold have an account manager — request a commercial escalation with a WhatsApp message.
-
4
ECAV Leadership
For issues unresolved in 7 days or contractual conflicts. Handled by the Director of Operations.
Resources